J.D. Power 2022 India Customer Service Index (CSI) StudySM: Vehicle owners in India place a great deal of importance on proactive service advisor-led interaction during their service experience .
According to the J.D.Power 2022 India Customer Service Index (CSI) StudySM, vehicle owners in India place a great deal of importance on proactive service advisor-led interaction during their service experience, according to the study.The study shows that satisfaction among customers who have received the service advisor interaction increases by 25 index points (on a 1,000-point scale) relative to those that do not receive it (863 vs. 838, respectively).The 2022 survey's findings include: Quality of service and interaction are at the forefront of sales: More than three-fourths (80%) of customers report that basic services were completed correctly the first time, and the vehicle was washed.Customers complain that even one of these elements was missed, resulting in a 22-point drop in satisfaction among generational groups.Millennials1 and Generation Z customers are the least satisfied among these age groups, with an overall satisfaction of 822, which is 22 points below the average.
In contrast, older customers over the age of 35 are more welcoming and give more emphasis to the customer experience.1 Generational groups are Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004) according to J.D.Power.Millennials (1982-1994) are a subset of Gen Y.Study RankingMG India has the highest score of 860. The study measures new-vehicle owners' satisfaction with the after-sales process by analyzing five factors (ranked in order of importance); service initiation (26%); service support (20%); vehicle pick-up (20%); service quality (19%); and service center (15%).Aftersale satisfaction is only assessed in the mass market segment.The 2022 India Customer Service Index (CSI) Study is based on feedback from 5,586 new-vehicle owners who purchased their vehicle from July 2019 to September 2021.NielsenIQ conducted face-to-face surveys in 25 major cities in India from July to September 2022, asking 125 questions to car owners about their most recent service provided at their brands authorized workshop. Power is a global leader in consumer insights, advisory services, and data and analytics.For more than 50 years, J.D.Power has been a leader in the use of big data, artificial intelligence (AI), and algorithmic modeling to understand consumer behavior.He has been providing insightful industry knowledge on company interactions with brands and products. Power has offices in North America, Europe, and Asia Pacific.NielsenIQ is the most accurate, objective survey of consumer behaviour worldwide.NielsenIQ provides clients with a forward-looking look at customer behavior across all retail channels, backed by a cutting-edge consumer data platform and fueled by powerful analytic capabilities.Our open approach to data exchange allows for the world's most popular consumer data sets. For more information, visit NielsenIQ.com.